Desktop Support Specialist
2 months ago
Desktop Support Specialist -L3
Exact Location: 2369 - 330th St. Slater, IA 50244
Key Roles and Responsibilities:
• ServiceNow ticket handling
• Microsoft Windows operating system - all related issues
• Microsoft Office 365 ProPlus/2019 - all related issues
• PXE boot staging process (+ updating Master cache PC)
• HP/Dell Desktop & Laptop hardware scopes
o RAM upgrade
o Keyboard exchange
o SSD HD replacement
• SCCM SW deployment issues (front end)
• Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners
• Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand on eyes software issues (IOS, Android, and Windows)
• Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)
• Meeting room management (Video and Audio Equipment)
• Servers not supported by Wintel (local task)
• Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)
• Smart Hands and Eyes for any Client support teams
• Toner replacement "MPS" (local task)
• Document management like IP spreadsheets, Asset Management, etc.
• Stock management (incoming & outgoing IT goods)
• Willing to travel to the sites within the local area of Slater (Ames, Iowa; Jefferson, Iowa; Belmond, Iowa, Des Moines, IA)
Knowledge, Skills and Attributes:
• Logging, resolving, and assigning incidents into ServiceNow
• Own the incident throughout its lifecycle
• In vWICs, walk End Users through installing applications and computer peripherals
• Install applications and peripherals for End Users in WICs and onsite
• Guide users with simple, step-by-step instructions
• Conduct troubleshooting (remote and face-to-face)
• Test alternative pathways until an issue is resolved
• Be able to recognize when to escalate the incident to Level 3 support
• Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information
• Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.
• Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership
• Maintain Assets and Configuration Item records Escalate incidents when necessary using the Syngenta escalation process
• Provide End User training and education
• Update and maintain Engineer Manuals and the Client Knowledge base
• Train End Users on the usage of computer hardware and software.
• Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.
• Adhere to policies as per corporate manuals and directives
• Provide best-in-class End User experience
• Participate in the global UWF knowledge sharing network
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